Operations Relationship Manager

We're looking for an organised and experienced Relationship Manager to oversee strategic suppliers supporting the SunLife business. You'll bring proven experience in supplier management, with a strong track record of delivery in fast-paced environments.

You'll have a sharp focus on best practice, simplification, quality, and cost control- ensuring our supplier network consistently delivers high standards, supports business objectives, and contributes to positive customer outcomes.

This is a varied role, managing multiple outsourced operations, including customer service and telephony, gift sourcing, print production, mailroom and postal services. These services play a key role in how customers experience our products and communications.

You'll combine strong relationship management with commercial acumen, ensuring adherence to contracts, effective negotiation, and high-quality reporting for senior stakeholders, while maintaining a clear understanding of how supplier performance ultimately impacts the end customer.

Here's what you'll do for us (aka accountabilities)

• Build strong, collaborative relationships with key supplier contacts to ensure high-quality, timely, and efficient delivery across outsourced operations
• Own supplier governance frameworks and drive solutions that support an agile business strategy and consistently strong service performance
• Act as a subject matter expert, proactively identifying opportunities to leverage new ideas, technology, and innovation
• Produce clear, insightful governance reporting and trend analysis, highlighting service performance, risks, and impacts on customer outcomes for senior management, committees, and boards
• Maintain and enhance robust processes and controls aligned to evolving business needs
• Identify and deliver continuous improvement opportunities to reduce cost, improve efficiency, and enhance overall service quality
• Ensure quality assurance processes are well-evidenced and consistently meet business requirements, with customer outcomes appropriately considered

Here's what we will do for you (aka benefits)

As well as offering a creative and exciting office environment on the riverside in Bristol, we offer a competitive salary, bonus and pension scheme and other employee benefits. We also take the development of our colleagues very seriously too - so you'll be supported and encouraged every step of the way.

Our internal Brightening Squad work hard (and with a healthy budget) to help make SunLife a fun and sociable place to work and with various charitable events and initiatives throughout the year, there's always a chance to give a little back ourselves.

How you'll be successful (aka measures)

• Strong relationship management underpinned by effective governance and clear, actionable insights
• A reputation as a trusted expert and proactive partner across the business, maintaining external SME knowledge to support business growth
• Ability to manage multiple priorities calmly and effectively, maintaining consistent delivery across key services
• Confident escalation of risks, breaches, and compliance concerns in line with policy, recognising potential impact on customers and the business
• Accurate, timely, and audience-appropriate reporting, clearly linking performance to operational and customer outcomes where relevant
• Demonstrable process improvements with measurable impact on cost, efficiency, and service quality
• Visible ownership- celebrating successes and driving solutions when challenges arise

Who you'll be working with (aka stakeholders)

• Operational 3rd parties including key partners, customer service, telephony, print, mailroom, and postal suppliers
• Marketing teams
• IT and Change teams
• Risk and Governance

What we want you to bring to the table (aka skills and experience)

• Strong partner and supplier management experience, including governance, negotiations, and day-to-day oversight
• Proven experience in process management and continuous improvement
• Excellent communication skills (written and verbal)
• Resilience and composure under pressure, with a solution-focused mindset

What it feels like to work here (aka environment)

SunLife is a small, evolving business where change is constant. You'll thrive if you enjoy a fast-paced environment, working with a supportive team that values both high performance and having fun.

#J-18808-Ljbffr